Forbes (2021) notes that in 2020, the United States of America saw an increase of 124% in VPN usage. A distributed workforce was implemented globally after COVID-19, and companies have had to adapt. IT infrastructures have battled to keep up with these rapid changes. Forbes also noted that the distribution of the workforce across various industries had led to performance problems due to the redundant technology and infrastructure in place.
While many changes have occurred over the last few years regarding remote work and location barriers, remote IT support has been the key to these transitions. It provides consistent and efficient support to employees to ensure that the technological aspects of the business run smoothly.
The definition of remote IT support is described as offering support remotely to solve any technical problems you are experiencing. Remote IT support has a direct implication on productivity as well as satisfaction among the workforce. While productivity is key within a business, you have to rest assured that any technical issues will also be dealt with promptly. Whether you are in management or a remote worker yourself, the mention of remote IT support should pique your interest.
The Challenges of Supporting a Distributed Workforce
Many businesses have moved over to a more remote-focused environment. As you might have seen, IT support faces many challenges in remote work. Gone are the days when IT support was a department a floor away. Now, your team often needs technical support across the country. Everyone has experience dealing with team members across different areas of the country or even the world.
Historically, IT support has struggled with several problems within a company. Namely, physical access to all devices is required, which poses a problem when teams work from home.
As businesses build incrementally, with new hires at different stages. The various technologies (specifically within the operating systems) all team members use often differ. This can be difficult for a blanket approach resolution to updates or troubleshooting from the IT support side.
When dealing with intellectual or even client information, proper precautions must be taken with security. At the same time, the workforce has become more and more scattered, it has become increasingly complex to ignore the security risks of remote connections.
As noted, with remote work, the IT support services aren’t just a floor away, which complicates and delays the ability of IT professionals to diagnose and resolve technical issues efficiently.
How Remote IT Support Enhances User Experience
Remote IT support can help manage all the challenges companies face when supporting a remote workforce. It also can put team members at ease with remote work situations. Remote IT support ensures that team members across the board have a better user experience.
Teams can access help at any time they need it. They have access to exceptionally qualified teams who are happy to help in every way possible. Remote IT support ensures that the security systems are set up correctly to combat security concerns when team members work remotely. It also safeguards any data that the company deals with daily.
Remote IT support removes the physical barriers surrounding a distributed workforce. Once your remote IT support has installed the right software on the team’s laptops, they can access the technology remotely anytime.
Imagine it like this: a team member is struggling with a Microsoft Suite update. In the past, the IT team would be able to come to their exact location to assist with the challenge. Remote IT support can help with the installation no matter where it is. When streamlined, this process is as easy as logging a ticket. Time-wise, the team members will maintain productivity as it is exceptionally efficient. This efficiency also puts teams at ease when settling into a remote environment. They know they have someone to contact if something is wrong with their technical equipment.
Key Critical Strategies for Implementing a Successful Remote IT Support System
Implementing a successful remote IT support system is essential for any business looking to make its remote work policy functional and user-friendly. A few actionable steps can be taken to improve your current remote IT support infrastructure.
1) Assessment of Current Infrastructure
Take time to assess the current structure of the information technology systems. Start looking at the software, hardware and security systems being used. You can identify what systems need refining and where gaps must be filled.
2) Finding the Right Remote Support Tools
This step is crucial to implementing a remote IT support system. Certain factors, like remote support tools, need to be decided on. These tools can include remote access software and ticketing systems. Ensure you are looking at remote access software like TeamViewer or AnyDesk and ticketing systems like ZenDesk, FreshDesk, and Hubspot. While there are many different systems, you want to ensure that the systems you use suit your unique business needs. The right IT support solution can help with this decision.
3) Establish Structure
Once the gaps have been filled within the infrastructure and the correct tools have been implemented. A structure must be outlined to streamline the communication process and protocol. All the best tools in the world are only as good as their structure and protocol within the business. This is why it is so essential that these processes are created for remote IT support.
4) Equipping Employees and IT Support
Remote IT support staff must be equipped to handle any troubleshooting techniques that can be implemented across systems. Start with challenges that happen frequently across the business. This can be done through virtual training sessions and hands-on and actionable remote training.
Having easily accessible resources available to all employees is essential. Employees working remotely also need to be equipped to troubleshoot occurrences. This can be done with self-service resources.
The Future of Remote IT Support
While there has been a shift worldwide with remote work, expect more shifts across the space in the coming months and years. Artificial Intelligence (AI) and Augmented Reality (AR) are notable and emerging trends. Both are used for automated troubleshooting and remote visual assistance, respectively.
Artificial Intelligence, specifically, is increasing response times astronomically with automated remote troubleshooting, giving IT support the ability to work faster. Augmented Reality for visual assistance is also great in the way that it facilitates virtual collaboration between users. It is making it much easier for remote IT support teams to assist.
Key Takeaways
There is no denying that remote work has increased in a distributed workforce over the last few years. Professionals across all industries must consider soundly implementing remote IT support.
Implementing the above-mentioned measures can help your business overcome the challenges of a changing distributed workforce. While it can be a technical landscape, you must understand the processes and systems well.
Don’t navigate the complexities of remote IT support alone! Contact us today for a free consultation and learn how our IT support services can ensure a smooth and secure remote work experience for your team.